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Druva Documentation

System App settings backup fails with USMT error code 26

This article applies to:

  • OS: Windows
  • Product edition: inSync On-Premise and Cloud

Problem description

This error code is displayed when the System App Settings backup fails or does not complete due to one of the causes described below.

Causes

  • Existence of a duplicate profile in the Windows registry of the inSync Client device: The USMT error code 26 is seen when a duplicate profile for the same user exists in the registry. This usually happens when the user was migrated from one domain to another, without removing the old profile.
  • Inaccessibility to profile hivelist in the registry: inSync fails to access and load the profile hivelist from the registry due to incorrect permissions to the registry. 

Traceback

Traceback of error caused due to duplicate profile entries in the Windows registry 

The error code logs are saved at C:\inSync4 or C:\ProgramData\Druva\inSync4.

Errors logged to inSyncClient.log
[ERROR] Failed to create the sysstate process for cmd: C:\ProgramData\Druva\inSync4\SystemState\amd64\scanstate.exe /i:"C:\ProgramData\Druva\inSync4\SystemState\amd64\1197595_migsettings.xml" /genconfig:"C:\ProgramData\Druva\inSync4\SystemState\scan1197595\scan\Config.xml" /l:"C:\ProgramData\Druva\inSync4\SystemState\scan1197595\scan\genconfig.log" /v:13 /o /vsc. 
[INFO] System, App Settings: Successfully created log file: genconfig.20171002-102252.log [ERROR] System, App Settings: Failed to generate Config.xml file
[ERROR] System, App Settings: Failed to backup settings. 
[ERROR] Failed to backup System, App Settings. (#100000070) 

Errors logged to Genconfig.log
Warning [0x080000] Ignoring user profile HKLM\SOFTWARE\Microsoft\Windows NT\CurrentVersion\ProfileList\S-1-5-21-2233417852-4028248285-2824820072-66530.old. SID already exists. 
Error [0x080000] User profile duplicate SID error. Aborting due to external request.[gle=0x000000cb] 
Error [0x000000] MigStartupOnline caught exception: Win32Exception: User profile duplicate SID error. Aborting due to external request.: The specified user does not have a valid profile. [0x000004E5] void __cdecl Mig::COnlineWinNTPlatform::ProcessUser(class Mig::CRegistryDataStore *,class Mig::CRegistryDataUnit *,class UnBCL::String *,class UnBCL::String *,int,int) 

[0x000000] ----------------------------------- USMT ERROR SUMMARY ----------------------------------- 
[0x000000] * USMT error code 26: 
[0x000000] +----------------------------------------------------------------------------------------- 
[0x000000] | Software malfunction or Unknown exception, please check the following possible solutions: 
[0x000000] | - Check log for any errors found in loaded migxml files 
[0x000000] | - Verify config xml file is not loaded using /i 
[0x000000] | - If duplicate SID exists from temp profile ? use environment variable or delete temp profile 
[0x000000] +----------------------------------------------------------------------------------------- 

Traceback of the error caused due to inaccessibility of the profile hivelist in the registry

The error code logs are saved  at  C:\ProgramData\Druva\inSync4\users\<username>\logs\genconfig.xxxxxxxx-xxxxxx.log on the client device

Errors logged to inSyncClient.log

[2017-11-25 02:24:47,434] [ERROR] Failed to create the sysstate process for cmd: C:\ProgramData\Druva\inSync4\SystemState\amd64\scanstate.exe /i:"C:\ProgramData\Druva\inSync4\SystemState\amd64\1021117_migsettings.xml" /genconfig:"C:\ProgramData\Druva\inSync4\SystemState\scan1021117\scan\Config.xml" /l:"C:\ProgramData\Druva\inSync4\SystemState\scan1021117\scan\genconfig.log" /v:13 /o /vsc.
[2017-11-25 02:24:47,437] [INFO] System, App Settings: Successfully created log file: genconfig.20171125-022447.log
[2017-11-25 02:24:47,441] [ERROR] System, App Settings: Failed to generate Config.xml file.
[2017-11-25 02:24:47,441] [ERROR] System, App Settings: Failed to backup settings.
[2017-11-25 02:24:47,517] [ERROR] Failed to backup System, App Settings. (#100000070)
[2017-11-25 02:24:52,049] [INFO] Finished backup cycle.

 

Errors logged to Genconfig.log
2017-11-25 02:24:47, Info                  [0x080000] Attempting to find and unload hive C:\Users\diradmin\NTUSER.DAT (\Device\HarddiskVolume4\Users\diradmin\NTUSER.DAT)
2017-11-25 02:24:47, Warning               [0x0808b0] EnumRegistryKeyValues: Failed to open key HKEY_LOCAL_MACHINE\System\CurrentControlSet\Control\hivelist (error 5)
2017-11-25 02:24:47, Warning               [0x0808ac] Enumeration of hive list failed
2017-11-25 02:24:47, Warning               [0x0808aa] Failed to find and unload hive: C:\Users\diradmin\NTUSER.DAT (error 2)
2017-11-25 02:24:47, Info                  [0x080000] Dumping hive list at HKEY_LOCAL_MACHINE\System\CurrentControlSet\Control\hivelist...
2017-11-25 02:24:47, Warning               [0x0808b0] EnumRegistryKeyValues: Failed to open key HKEY_LOCAL_MACHINE\System\CurrentControlSet\Control\hivelist (error 5)
2017-11-25 02:24:47, Info                  [0x080000] End of hive list
2017-11-25 02:24:47, Info                  [0x000000] ----------------------------------- USMT ERROR SUMMARY -----------------------------------
2017-11-25 02:24:47, Info                  [0x000000] * USMT error code 26:
2017-11-25 02:24:47, Info                  [0x000000] +-----------------------------------------------------------------------------------------

Resolution

Resolution to the issue caused due to a duplicate profile in the Windows registry

  1. Click Start, enter regedit in the Start Search box, and then press ENTER. 
  2. If you are prompted for an administrator password or for confirmation, enter your password and click Continue. If you are not prompted for administrator credentials, simply click Continue
  3. Locate the following registry subkey.
    HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows NT\CurrentVersion\ProfileList
  4. Under ProfileList string, look for any SID that contains .old at the end of its name and compare it with the SID mentioned in the GenConfig log. 
  5. If you find any matching SID, take a backup and delete the .old registry.
  6. Delete the unwanted SID.
  7. Exit the Registry Editor. 
  8. Restart the machine and run a backup.
  9. If the backup fails again, contact Druva Support for subsequent troubleshooting.

Resolution to the issue caused due to inaccessibility to profile hivelist in the registry

To resolve this issue, you need to allow read access to the hivelist.

  1. Take a backup of the registry.
  2. Click Start, type regedit in the Start > Search box and press Enter.
  3. If you are prompted for an administrator’s password or for confirmation, enter your password and click Continue.
  4. Locate the following registry subkey HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\hivelist.

    HiveList.png 
  5. Right-click on the hivelist and click Permissions.

    PermissionsForHivelist.png
  6. Click Advanced.

    PermissionsForHivelist2.png
  7. Click Enable inheritance under Permissions tab. 
  8. Click Apply and OK. Groups or username list gets populated.

    HivelistPopulated.png
  9. Click OK. This populates the hive list. 
  10. Exit the registry editor.
  11. Open the inSync Client UI.
  12. Start a manual back up.

If the backup fails again, please contact Druva Support.